ServiceNow cloud monitoring overviewIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Explore the monitoring infrastructure for ServiceNow cloud services. This article provides a high-level overview of the monitoring framework, describes what is monitored, and explains how the system continues to evolve. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supported releases Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } In this section OverviewDefinitionsMonitoring tools and integrationMonitoring frameworkSystem evolutionCustomer communication Overview The robust monitoring and diagnostics framework for ServiceNow cloud services considers the dependencies involved in delivering cloud service to end users. The framework includes components that help detect, respond to, predict, and prevent issues at each layer of service dependency. From a monitoring perspective, cloud service consists of three layers: Infrastructure: Data centers and serversApplication: Software that delivers functionality to end usersNetwork access: Connections that allow end users to access applications The framework continuously monitors all three layers. The approach to service monitoring includes the ability to: Detect an eventSend an alert for an eventRespond to an eventPredict an eventPrevent an event Definitions TermMeaningEventAn outcome triggered in the system by a programmatically set condition. For example, when a service starts or fails to start. AlertA notification raised by the system because an event has occurred and an action is required.DetectIdentification of a problem in the system, typically accomplished by comparing values against predefined conditions and rules. RespondReaction to a detected problem. Responses can include auto-healing, manual intervention, or escalation for further analysis. PredictThe ability to anticipate a future event based on data collected over time. PreventAction taken to stop a future event from occurring. Monitoring tools and integration ServiceNow monitors cloud services using internally developed systems and industry-leading software. Third-party tools include: OpManagerAPGThousand Eyes ServiceNow has built monitoring components on top of the Now Platform for task-based event management. The monitoring system integrates with ServiceNow applications including Incident, Problem, and Change Management for seamless connection between layers. Monitoring framework The monitoring framework covers all layers of cloud service delivery. For details about specific monitoring components and metrics, refer to the diagram in this section. System evolution The Now Platform continues to grow quickly, and providing an optimal customer experience remains a priority. The monitoring infrastructure is designed to resolve issues before they affect users. ServiceNow continuously works to predict and prevent events that could adversely affect the user experience. Customer communication Monitoring is a core competency of ServiceNow cloud infrastructure. As the system evolves, ServiceNow makes changes to the monitoring infrastructure to respond to customer requirements more quickly. These changes reflect a commitment to continuous enhancement of the monitoring service. Infrastructure changes are designed to avoid interrupting cloud service delivery. When changes do not affect service availability, ServiceNow may not communicate these changes to customers.